About the Job

As a Technical Business Analyst in the Customer Engagement / Contact Center Technology department at Allianz, you will play a key role in analyzing business needs and translating them into actionable technical requirements. You will collaborate closely with product owners, engineering teams, and operations to improve and evolve our contact center solutions, including Workforce Management (WFM), routing, telephony, conversational AI, and omnichannel platforms. This role is ideal for someone with strong analytical skills, curiosity, and a passion for understanding how systems work, driving improvements with data and logic, and bridging the gap between business and technology teams.

Althought this is NOT a Solution Architect role, this is an opportunity to work in a dynamic, collaborative, and innovative environment, driving improvements in cutting-edge contact center technologies while contributing to Allianz’s global customer engagement strategy.

What you do
- Partner with business stakeholders to analyze needs and translate them into actionable technical requirements.




- Support the lifecycle of contact center technology products (e.g., WFM, IVR, ACD, CCaaS, CRM integrations).
- Coordinate with engineering teams to ensure technical feasibility and clarity of requirements.
- Perform data analysis, system behavior investigation, and troubleshooting across multiple platforms.
- Document processes, user stories, workflows, and acceptance criteria.
- Participate in vendor discussions, testing cycles, and implementation planning.
- Identify opportunities to streamline processes, improve quality, and reduce operational complexity.
- Support compliance and risk-related documentation (e.g., DORA, security assessments).
- Act as a connector between business, operations, and technology teams.

What you bring
- Strong analytical and problem-solving skills.
- 2–4 years of experience in a technical, analytical, or product-related role.
- Understanding of contact c

📌 Technical Business Analyst (Italia)
🏢 Allianz
📍 Italia